ACTIVE_Supervisor Whisper Gadget

Supervisor Whisper Gadget
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Using whisper coaching, the supervisor can instruct agents during a call without informing the customer. Furthermore, it allows contact center supervisors to covertly listen to a conversation between an agent and a customer. The gadget displays agents along with their current state (ready, not ready, talking etc) to the supervisor. Clicking on an agent while he/she is in ‘Talking’ state, starts the silent monitoring.

Hardware Requirements
vCPU (Cores)2
vRAM (GB)4
vDisk (GB)50
Software Requirements
ServerMicrosoft Windows Server 2012 R2
Other Requirements

CC Agents to be coached must have a Cisco BiB Enabled Hardphone for supervisor whisper to work.

Expertflow implemented call transfer and call history Finesse gadgets for use by agents in our national contact center. I have found ExpertFlow to be responsive and helpful. Expertflow dealt with issues raised in a timely fashion and delivered the gadgets according to the agreed schedule.

Annette Blackwell

Annette Blackwell

Canadian Blood Services website